Service Operations Manager

JOB DESCRIPTION

Service Operations Manager

The Service Operations Manager is responsible for planning and directing the accomplishment of Service Department objectives, as well as performs a wide variety of duties required to maintain the efficient, day to day operations of a Department within the Houston office. The Service Operations Manager should be a self-starter possessing time management, scheduling, sales, staff management and Leadership skills and experience.

SERVICE OPERATIONS MANAGER CORE COMPETENCIES

· Financial Acumen: Interpreting and applying understanding of key financial indicators to make better business decisions.

· Ensures Accountability: Holding self and others accountable to meet commitments.

· Optimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

· Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

· Drives Vision and Purpose: Painting a compelling picture of the vision and strategy that motivates others to action.

· Instills Trust: Gaining the confidence and trust of others through honesty, integrity and authenticity.

· Manages Ambiguity: Operating effectively, even when things are not certain or the way forward is not clear.

SERVICE DEPARTMENT LEADER ESSENTIAL DUTIES AND RESPONSIBILITIES

· Manage and lead the Service Department in a professional manner; always looking out for the best interest of the Company

· Honor all schedules and commitments

· Provide mentorship and training to Service Department team members

· Lead by example

· Hire and present quality industry professionals to customers

· Helps create Department budgets, and manage them to maintain costs and profitability

· Create an environment of high professionalism, integrity, honesty, quality and success

· Work closely with the inspection manager to create accurate deficiency proposals for work

· Assist the inspection manager to ensure deficiencies are quoted in a timely manner

· Seek out new customers

· Build new customer relationships while nurturing old relationships

· Maintain an orderly Departmental environment, including making sure team members are maintaining Departmental records and file systems in accordance with the [Division Location] Division directives.

· Work with the office and shop employees to maintain the correct quantities of printed materials and mechanical materials

· Inspect trucks weekly for cleanliness and contraband

· Inspect all tools and safety equipment 2x annually and be sure all equipment is maintained and is in safe working condition

· Perform employee performance reviews in accordance with company policy

· Help create individual and team goals for team members

· Perform special projects or other duties as assigned

SERVICE DEPARTMENT LEADER EXPECTATIONS

Results

· 12.5% EBITA average over 5-year period

· Safety – Department TRIR of 3.0 or less (5-year period)

· No negative gross margin jobs

· No 120 day write-offs

· Support AFPG goal of 20% annual growth in service/inspections until it’s 50% of revenue

· Gross margin at least 50% for Service Department

· DSO < 65 days over 5-year period (and/or other receivables measuring stick)

· Embraces technology to drive improved results

Leadership

· Has a clear vision for the Department in alignment supporting overall company vision

· Assists with creating 3 – 5-year Department Plan which is updated at least annually, and ensuring the plan is disseminated to the whole team.

· Department Plan contains 1 – 2-year tactical plan to support achievement of plan and vision

· Mission, Vision, and Values are visible and reinforced throughout the Department

· Disciplined coaching / individual development process is implemented for Department

· Always looking to upgrade talent, searching for “A” Players

· A strong ability to develop a winning culture, sense of urgency and motivate employees

· Is well-respected by employees, and demonstrates sincere interest in their success

· Ensures all department members complete annual 360° review.

· Emergency and planned succession planning (at least informal)

· Department culture encourages facing difficult situations

· Employee performance issues are dealt within a swift, fair and detailed fashion

Employee Focus

· Encourage / empower employee creativity and feedback concerning methods and processes for all aspects of their job, and support new ideas when possible

· Establishes and maintains a Positive Work Environment

· Openly provides recognition or rewards for good work / results as deserving

· Annual employee survey conducted

· No regrettable quits

Customer Focus

· 50% of annual Department revenue is repeat business, with long-term customers

· Has personal knowledge of characteristics of key customer relationships, where applicable

· Does not necessarily own all Department relationships but is familiar with players on both sides

· Looks at a minimum of one new opportunity each year

· Strategically evaluates and pursues appropriate opportunities

Job Type: Full-time

Experience:

• relevant: 1 year (Preferred)
• supervisory: 1 year (Preferred)

Work Location:

• One location

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Retirement plan
• Signing bonus
• Paid time off
• Professional development assistance
• Tuition reimbursement

This Job Is Ideal for Someone Who Is:

• Dependable — more reliable than spontaneous
• People-oriented — enjoys interacting with people and working on group projects
• Adaptable/flexible — enjoys doing work that requires frequent shifts in direction
• Detail-oriented — would rather focus on the details of work than the bigger picture
• Achievement-oriented — enjoys taking on challenges, even if they might fail
• Autonomous/Independent — enjoys working with little direction
• Innovative — prefers working in unconventional ways or on tasks that require creativity
• High stress tolerance — thrives in a high-pressure environment

This Job Is:

• A job for which military experienced candidates are encouraged to apply
• Open to applicants who do not have a college diploma
• A job for which all ages, including older job seekers, are encouraged to apply

Schedule:

• Monday to Friday